[Remote] ServiceNow ITOM Engineer – Discovery & Service Mapping

Note: The job is a remote job and is open to candidates in USA. TSR Consulting is seeking a ServiceNow ITOM Engineer with expertise in Discovery and Service Mapping. The role involves leading workshops, configuring patterns, and maintaining enterprise-level ITOM capabilities while ensuring data quality across a global CMDB environment.

Responsibilities

• Support, enhance, and maintain ServiceNow Discovery and Service Mapping capabilities for enterprise services.
• Lead Discovery workshops and technical design sessions with infrastructure, cloud, and application teams.
• Configure and script Discovery patterns, schedules, probes, sensors, and troubleshoot MID Server issues.
• Manage reconciliation and avoid CI duplication using Identification & Reconciliation Engine (IRE).
• Build, refine, and troubleshoot Service Maps to ensure accuracy and completeness.
• Conduct regular health checks: Discovery errors, missing dependencies, CI gaps, broken mappings, etc.
• Integrate CMDB with sources like SCCM, JAMF, SolarWinds, and cloud platforms (AWS, Azure, GCP).
• Apply ITAM and Vulnerability Response principles in relation to CMDB design.
• Maintain documentation, processes, data policies, and operational runbooks.

Skills

• 6+ years of hands-on experience with ServiceNow ITOM, specifically Discovery & Service Mapping.
• Strong CMDB administration background with CI class models, IRE, reconciliation logic, and data governance.
• Deep experience with 3rd-party data integrations (SCCM, JAMF, SolarWinds).
• Proficient in MID Server installation, configuration, and troubleshooting.
• Strong understanding of AWS/Azure/GCP infrastructure.
• Ability to run workshops, lead mapping sessions, and manage multiple projects.
• Excellent communication and documentation skills.
• No sponsorship available (USC/GC only).
• ServiceNow ITOM certification
• Discovery & Service Mapping Implementation Specialist certification
• Experience with Service Graph Connectors
• CMDB remediation / data quality background

Company Overview

• TSR is a relationship-based, customer-focused IT and technical services staffing company. It was founded in 1969, and is headquartered in Hauppauge, New York, USA, with a workforce of 501-1000 employees. Its website is http://www.tsrconsulting.com/.